Research On The Evaluation Of Medical Service Quality In Public Hospitals Based On GRA-DEA Model

Hospitals are responsible for providing medical services to the people in society,and the quality of medical services in hospitals will have a profound impact on the health of the people.At present,public hospitals are still the main body of my country's medical service system.Only by continuously improving the quality of their own medical services can public hospitals better meet the people's medical needs.Scientific and effective management of the quality of medical services and improvement of medical quality will help ease the relationship between doctors and patients and maintain social harmony.Management master Peter Drucker once said,"If you can't measure it,you can't manage it." Effective management is inseparable from scientific and reasonable measurement methods.A scientific and reasonable evaluation of the quality of medical services help hospitals to better recognize themselves and find out their own deficiencies in medical services.Proposing corresponding policies based on the evaluation results can improve patient satisfaction and improve the quality of hospital medical services.However,the current medical service quality evaluation system is a hot topic of research,but most medical service quality evaluations often only evaluate the quality of medical service results,and ignore the quality of medical service structure and the quality of medical service process.The internal relations among the three and the selection of weights are problems that need to be solved urgently.In view of this,first analyze the connotation of medical service quality,conduct a comprehensive study on the purpose and significance of constructing a quality evaluation system,and then introduce the data envelopment analysis(DEA)theory to analyze the DEA method.By taking the quality of medical service structure as input indicators,and the quality of medical process and the quality of medical results as output indicators,we can solve the internal connection problem between the three.The DEA method does not require weight assumptions,which can effectively solve the three weight selection problems.In terms of indicator selection,based on the principle of combining subjective and objective methods,Delphi and Grey Relational Analysis(GRA)are used to jointly select input indicators and output indicators.Therefore,a medical service quality evaluation model with the Delphi method and the GRA method as the index screening method and the DEA as the main evaluation method is constructed.Taking 15 public hospitals in Kunming as an example,the comprehensive technical efficiency,pure technical efficiency,scale efficiency and scale efficiency have been calculated.It is concluded that 33.33% of hospitals have a comprehensive technical efficiency of 1,46.67% of hospitals have a pure technical efficiency of 1,40% of hospitals have a scale efficiency of 1,40% of hospitals are in diminishing scale efficiency,and 20% of hospitals are in diminishing returns.Scale efficiency increases.According to the comparison of the results of different hospitals,it is concluded that the comprehensive technical efficiency and pure technical efficiency of the third-class public hospitals are better than the second-class first-class hospitals,but they are not as good as the second-class first-class hospitals in terms of scale efficiency.At the same time,the results show that there are problems in the public hospitals of Kunming City in terms of medical technology level,hospital publicity,medical supervision capabilities,hospital resource adaptation,medical procedures,and diagnosis and treatment behaviors.Finally,it is proposed to strengthen personnel education and improve medical skills;standardization;Medical treatment,reduce medical expenses;strengthen medical supervision to ensure medical quality;optimize medical treatment procedures and improve service efficiency;strengthen publicity and enhance hospital visibility and other policy recommendations.It is hoped that through the research and exposition of this study,it will have certain reference significance for the Construction of Evaluation System of Hospital Medical Service Quality,and play a certain role in the establishment and reform of my country's medical service quality evaluation index and continuous improvement of hospital evaluation.